Sky Talk Anytime Extra but massive call charges

[Grayzgirl]

I set up Sky Broadband for my 73 year old mum when she came out of hospital and a house telephone for her which is connected to the Sky Broadband Hub, as there is not landline in the house.

After a few days I checked the bill online and it was already up to nearly £10 for only four or five calls to my mobile. So in a panic I called Sky and after a lot of frustration on my part, as I am not the person named on the bill but it is my email and mobile number that is registered to the account,  managed to get them to put Sky Talk Anytime Extra on the bill.

However I have just checked the bill now and the call charges are nearly £60 for last month, all of the calls are for a few minutes each to my mobile. I thought Sky Talk Anytime Extra included mobile phone calls. And the bill for this month is already up to £40 for call charges!!!

[GD1]

@Grayzgirl  If you're not the actual account holder you can't make any changes to your mothers account, so sounds like your request hasn't been actioned.

[Daniel0210]

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@Grayzgirl wrote:
So in a panic I called Sky and after a lot of frustration on my part, as I am not the person named on the bill but it is my email and mobile number that is registered to the account,  managed to get them to put Sky Talk Anytime Extra on the bill.

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@Grayzgirl 

That is not something Sky would normally do. Did they talk to your Mum during the conversation? 

[Grayzgirl]

The Sky Talk Anytime Extra is already on the bill, my mum is being charged for it. She has early stage dementia, hence why I set everything up. I knew I should have just used my name on the account even though it's at her address.

[daveNOS]

@Grayzgirl Are there any call on the bill that are over an hour long? if so that might explain the extra charges.

[Grayzgirl]

Nope, every call is only a few minutes.

[Anonymous]

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@Grayzgirl wrote:

Nope, every call is only a few minutes.

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You're going to have to call Sky from your mothers house although a webchat or Whatsapp chat may be possible. Go through the contact us page to see your options, note that many are from 9am only.

'View all itemised calls' at https://www.sky.com/bill/tv-broadband-talk will show charges and numbers called. Are the charges from after you've added anytime calls?

It may be easier in future if you ask them to change the account to your name given your mothers condition, if not get them to add her to the vulnerable person list as they have a special team that supports customers that need extra care (I believe).

https://www.sky.com/help/articles/supporting-vulnerable-customers-policy

[JEAN1234]

I moved to Sky on the 10th September from Now which is a part of Sky to get faster broadband I also requested that I kept my Phone number and had anytime calls My Number got changed the broadband was no quicker. I check my account on the 14th september to find that I had a massive phone bill for calls, I had made a lot of calls to let my contact know that they had changed my number. On the 18th my phone got cut off from making any calls. I am still waiting to have the anytime calls add to my phone they say they have a problem with their system so cannot make any calls because I would be charged as pay as you go. I am totally fed up and would not advise any one to go to Sky. Their Service is terrible.